Pegasystems Named a Leader in Real-Time Interaction Management By Top Analyst Firm

PRESS RELEASE: Pegasystems announced that Forrester Research has named Pegasystems a leader in the new The Forrester Wave™ report evaluating Real-Time Interaction Management (RTIM) solutions. Forrester ranks Pegasystems with the highest score in the ‘current offering’ category and as one of only two vendors positioned as a leader.

In the report, The Forrester Wave™: Real-Time Interaction Management, Q3 2015[i], Forrester evaluated 35 different criteria for vendors of RTIM, which the firm defines as: “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints.”

Forrester makes the following observations in the report: “Merging powerful analytics with business rules management, Pegasystems has expanded its next-best-action capabilities from the contact centre to address sales, service, and marketing channels.” The report continues: “References from the growing Pega Customer Decision Hub user base represent some of the largest RTIM environments in this study and provide favourable reviews for customer data management, recommendation engine functionality, and offer optimisation.”

This report follows a string of recognition from industry analysts for what Pega believes is its distinctive end-to-end customer relationship management (CRM) applications. Pega was recently named as a leader in Forrester Research’s, The Forrester Wave™: CRM Suites for Large Organizations, Q1 2015[ii] and Gartner’s Magic Quadrant for the CRM Customer Engagement Center 2015[iii]; and was included in Gartner’s Magic Quadrant for Multichannel Campaign Management 2015[iv].

Pegasystems leverages sophisticated analytics and business rules in real time, which constantly evaluate the context of each customer interaction with predictive insights. It then balances those insights with business goals to dynamically recommend the most relevant action, offer, content, and channel. This Next-Best-Action capability enables businesses to better engage customers with the right message at the right time on the right channel to drive better brand experiences and enhance the lifetime value of each customer.

“In our hyper-connected world, businesses can no longer fall back on static marketing campaigns, stale customer service playbooks, or canned sales pitches,” said Alan Trefler, Founder and CEO, Pegasystems. “Customers increasingly expect engagement that reflects what they are seeing, feeling, and doing in the moment. This recognition from Forrester reaffirms our belief that Pegasystems provides organisations with an unmatched ability to dynamically adjust to the needs of their customers and provide the kind of experiences that foster exceptional brand loyalty while ultimately extending customers’ lifetime value.”

[1] Forrester Research: The Forrester Wave™: “Real-Time Interaction Management, Q3 2015,” Rusty Warner with Srividya Sridharan, Olivia French and Matthew Izzi, July 29, 2015
[1] Forrester Research: The Forrester Wave™: “CRM Suites for Large Organizations, Q1 2015,” Kate Leggett, with Stephen Powers, Fraser Tibbetts, and Arelai Ephraim, March 25, 2015
[1] Gartner, Inc., “Magic Quadrant for the CRM Customer Engagement Center,” Michael Maoz, Jim Davies, April 27, 2015
[1] Gartner, Inc., “Magic Quadrant for Multichannel Campaign Management,” Adam Sarner, Julie Hopkins, Jennifer Polk, Mike McGuire, April 13, 2015